BUSINESS BANKING INBOUND AGENT - JobzEG

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السبت، 5 يونيو 2021

BUSINESS BANKING INBOUND AGENT

 BUSINESS BANKING INBOUND AGENT - OUTSOURCED - (210000O8)

Description

 


Job Purpose


To handle inbound calls diligently for the Business Banking segment and support in the digital customer requests to promote business-banking products.


Description


Business Banking Inbound Calls Handling


1. Control effectively customers’ calls through applying appropriate handling techniques to improve the call average handling time/ interactions average response time.


2. Assist in automating Business Banking customer transactions in order to offer alternative channels solutions. 


3. Handle customer requests through recorded calls and ensure proper closure of those requests in a timely manner to maintain customer satisfaction.


4. Handle complaints with the concerned branches until resolution and submit a report of the handled cases accordingly to ensure service quality.


5. Liaise with other departments to ensure proper closure of pending customers inquires/requests.


6. Ensure high service quality during inbound interactions and handle customer’s complaints according to the call center approved standards.


7. Achieve cross selling for the business banking products according to the set targets on a monthly basis in order to contribute in the achievement of the call center target.


8. Update customer records with the inquiry details and update the response history to ensure accuracy and availability of all customer records.


9. File carefully the department copies to maintain proper and efficient archiving.


10. Handle business banking customers’ products inquiries to provide full awareness of products’ features and charges to customers to maintain customer satisfaction.






Policies, Processes and Procedures


11. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner


Day-to-day  Operations


12. Follow the day-to-day operations related to own jobs in the Contact Center department to ensure continuity of work.


Compliance


13. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.


 

Qualifications

 

Qualifications & Experience


• Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent.


• 0 – 1 year of experience 




Skills


• Excellent command of English and Arabic languages


• Proficient user of MS Office


• Reliable, energetic and cooperative


• Excellent communication skills















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